Calendar Sync Troubleshooting

Resolve calendar sync failures, duplicate events, missing appointments, and connection issues with Google Calendar, Outlook, and Apple Calendar.

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Sync Not Working

Calendar Integration Shows “Error” Status

Symptoms: Your calendar integration status in Settings → Calendar Integrations shows Error instead of Active.

Cause: The OAuth token used to connect DPC Pro to your external calendar has expired or been revoked. This can happen if you changed your Google or Microsoft password, revoked app access in your calendar provider’s settings, or if the token’s natural expiration was not refreshed in time. For setup instructions, see Calendar Sync.

Solution:

1. Navigate to Settings → Calendar Integrations.
2. Select the integration showing the Error status.
3. Review the Last Error message for details about what went wrong.
4. Select Reconnect to start the re-authorization flow.
5. Follow the prompts from your calendar provider (Google, Microsoft, or Apple) to grant DPC Pro access again.
6. After reconnecting, verify the status changes to Active.

If the problem persists, contact support.

Calendar Integration Shows “Disconnected”

Symptoms: The integration status shows Disconnected and no events are syncing.

Cause: The connection between DPC Pro and your calendar provider was explicitly disconnected, either by you or by an administrator.

Solution:

1. Navigate to Settings → Calendar Integrations.
2. Select the disconnected integration.
3. Select Reconnect and follow the authorization prompts.
4. Once reconnected, DPC Pro will resume syncing events based on your sync settings.

If the problem persists, contact support.

Sync Enabled but No Events Appearing in External Calendar

Symptoms: The integration status shows Active, but new DPC Pro appointments are not appearing in your external calendar.

Cause: The sync direction or sync rules may be configured to exclude the events you expect. DPC Pro supports three sync directions: Push (DPC Pro to external), Pull (external to DPC Pro), and Two-way.

Solution:

1. Navigate to Settings → Calendar Integrations and select the integration.
2. Verify the Sync Direction is set to Push to external or Two-way sync. If it is set to Pull from external, events will not be pushed to your calendar.
3. Check the Sync Rules:
   • Filter Practices: If specific practices are selected, only appointments from those practices will sync. If left empty, all practices sync.
   • Filter Providers: If specific providers are selected, only their appointments will sync. If left empty, all providers sync.
4. Check the Last Sync timestamp. If the last sync was a long time ago, the system may have encountered an error during the most recent attempt.
5. Try scheduling a new test appointment and check if it appears in your external calendar within a few minutes.

If the problem persists, contact support.

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Duplicate Events

Same Appointment Appears Multiple Times in External Calendar

Symptoms: A single DPC Pro appointment shows up as two or more events in your Google Calendar, Outlook, or Apple Calendar.

Cause: Duplicates can occur if the sync ran multiple times while DPC Pro was unable to find the previously created external event (for example, if the external event ID was not saved properly). This can also happen if you have multiple calendar integrations pointing to the same external calendar.

Solution:

1. Navigate to Settings → Calendar Integrations and review your active integrations.
2. Confirm you do not have duplicate integrations connected to the same external calendar.
3. Delete the duplicate events directly from your external calendar.
4. Check the appointment in DPC Pro. Navigate to Schedule → select the appointment and verify the External Event ID field is populated. If it is empty, the sync will create a new event each time. See Provider Calendars for more on how provider schedules and calendar integrations interact.
5. If duplicates continue to appear, disconnect the integration, wait a few minutes, then reconnect it.

Preventing Duplicate Integrations

DPC Pro enforces a unique constraint per staff member, organization, and calendar provider. You cannot have two Google Calendar integrations for the same staff member in the same organization. If you need to switch to a different Google calendar, disconnect the existing integration first.

If the problem persists, contact support.

External Calendar Events Duplicated in DPC Pro

Symptoms: Events from your external calendar appear multiple times in DPC Pro’s schedule view.

Cause: This can happen with Two-way sync if an event is pushed from DPC Pro to the external calendar and then pulled back in as a separate event.

Solution:

1. Check your sync direction at Settings → Calendar Integrations → select the integration.
2. If you only need DPC Pro events to appear in your external calendar, change the sync direction to Push to external.
3. If you need two-way sync, DPC Pro uses the External Event ID to prevent duplicates. Verify the integration is functioning correctly by checking the Last Sync status.

If the problem persists, contact support.

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Missing Events

Appointments Not Syncing for a Specific Practice

Symptoms: Appointments from one practice sync to your calendar, but appointments from another practice do not.

Cause: Your calendar sync rules may filter by specific practices. If a practice is not included in the filter, its appointments will not sync.

Solution:

1. Navigate to Settings → Calendar Integrations → select the integration.
2. Review the Sync Rules section.
3. Check the Filter Practices setting. If specific practices are listed, only those practices will sync. To include all practices, leave this filter empty.
4. If you want to add the missing practice, edit the sync rules and add it to the filter list.

If the problem persists, contact support.

Cancelled Appointments Not Removed from External Calendar

Symptoms: You cancel an appointment in DPC Pro, but the event remains in your external calendar.

Cause: When an appointment is cancelled, DPC Pro attempts to delete the corresponding event from the external calendar using the stored external event ID. If the external event ID is missing, or if the calendar connection has an error at that moment, the delete may not succeed.

Solution:

1. Delete the event directly from your external calendar.
2. Check your integration status at Settings → Calendar Integrations. If it shows Error, reconnect the integration.
3. For future cancellations, verify the integration is in Active status before cancelling to ensure the sync processes correctly.

If the problem persists, contact support.

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Event Content Issues

Calendar Events Missing Patient Names or Details

Symptoms: Synced events in your external calendar show generic titles without patient names, appointment types, or other expected details.

Cause: The information included in synced calendar events is controlled by your Sync Rules. Each field can be individually enabled or disabled.

Solution:

1. Navigate to Settings → Calendar Integrations → select the integration → Sync Rules.
2. Review the content toggles:
   • Include Patient Name: shows the patient’s name in the event title
   • Include Appointment Type: shows the appointment type (for example, “Follow Up”, “Annual Physical”)
   • Include Location: shows the appointment location
   • Include Practice Name: shows the practice name (useful for staff working at multiple practices)
   • Include Notes: shows appointment notes in the event description
3. Enable the fields you want to see and save your changes.
4. New appointments will use the updated settings. Existing synced events may need to be re-synced.

Patient Privacy

Consider your privacy requirements before enabling Include Patient Name and Include Notes in calendar sync. These details will be visible in your external calendar, which may be shared with others or visible on shared screens.

If the problem persists, contact support.

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Connection Issues by Provider

Google Calendar: “Access Denied” or “App Not Verified”

Symptoms: When connecting Google Calendar, you see a warning that the app has not been verified by Google, or your connection attempt is blocked.

Solution:

1. On the Google consent screen, select Advanced → Go to DPC Pro (unsafe) to proceed. This warning appears because DPC Pro uses a custom OAuth integration.
2. Grant all requested permissions. DPC Pro needs read and write access to manage calendar events.
3. If your Google Workspace administrator has restricted third-party apps, contact them to allow DPC Pro.

If the problem persists, contact support.

Microsoft Outlook: Connection Fails After Password Change

Symptoms: Your Outlook calendar integration stops working after you change your Microsoft password.

Solution:

1. Navigate to Settings → Calendar Integrations.
2. Select the Outlook integration (it will likely show Error status).
3. Select Reconnect and sign in with your new Microsoft password.
4. Grant the requested permissions when prompted.

If the problem persists, contact support.

Apple Calendar: Limited Sync Support

Symptoms: Apple Calendar integration is not working as expected or certain features are unavailable.

Cause: Apple Calendar (iCloud Calendar) has more limited API support compared to Google Calendar and Outlook. Some features, such as two-way sync, may not be available.

Solution:

1. Verify that Push to external is selected as the sync direction, as this is the most reliable mode for Apple Calendar.
2. If you need full two-way sync capabilities, consider using Google Calendar or Outlook instead.

If the problem persists, contact support.

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Related Pages

• Common Issues: Quick solutions for the most frequent problems
• Scheduling Issues: Appointment conflicts, missing slots, booking problems
• Login Problems: Authentication and access issues
• Getting Help: How to contact DPC Pro support

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Need Help?

If your calendar sync issue is not covered here, contact DPC Pro support. Include the calendar provider you are using (Google, Outlook, or Apple), the integration status, and the last error message shown.